Analysis on how foreign companies answer the interview questions of customer service positions

When a foreign company recruits customer service personnel (hereinafter referred to as "customer service"), the examiner usually examines whether the applicant is qualified for the position from the following three aspects: ① customer service skills. It mainly examines whether candidates have strong communication skills, persuasion skills, analysis and problem-solving skills, etc. ② Customer service knowledge. It mainly examines whether the candidate has all kinds of knowledge related to customer service, including the company's products and services, computer technology, data processing and so on. ③ Other related qualities. It mainly examines whether the candidate has the ability to withstand pressure, adaptability, team spirit, learning ability, work motivation and service awareness. The author analyzes these three aspects one by one and provides corresponding interview reference questions and answers. Customer service skills Generally speaking, the work of customer service staff mainly involves the following contents: analyzing customer needs and satisfaction, handling customer complaints, improving customer loyalty and managing customer information. Among them, handling customer complaints and improving customer loyalty are the core contents of customer service staff, which puts forward higher requirements for customer service skills of customer service staff. When answering questions related to customer service skills, candidates should try to show that they have good communication skills, persuasion skills and the ability to analyze and solve problems. Let's look at an interview question related to customer service skills. Q: How will you handle customers' telephone complaints? Answer train of thought: When answering this question, the applicant should grasp an important train of thought: No matter how angry or rude the customer is, the customer service staff should maintain a friendly attitude and handle the customer's complaints patiently and professionally. Specifically, the applicant can emphasize the following four aspects when answering: ① Keep smiling when answering the customer's phone. Understand the problems reflected by customers, apologize to customers, and show customers that they can understand his (her) mood at the moment. (3) Listen patiently to the details of customer complaints, make records, and try not to let customers repeat the questions. (4) Provide specific solutions for customers, detailing how and when the problems will be solved. ⑤ Thank the customer for calling and apologize to the customer again. First of all, I smile when I answer the phone. Our customers can't see my smile, but they can hear it. Then, once I am told the problem, I will apologize and admit their feelings, be ready to help, and convey my personal empathy. Next, I will listen carefully to the details of the complaint and take notes to ensure that customers will not repeat the complaint. After that, I will provide a solution, or promise that I or a senior staff member will reply them with the solution to the problem at a specific time. Finally, I will thank them for calling; Apologize again for any invasion they experienced. Other common interview questions related to customer service skills are as follows: ☆ Describe a situation where you had to appease a very anxious customer. Uh ... ☆ Describe a time when you had to change your method because your first attempt to convince a customer failed. ☆ Tell me about a time when it was particularly difficult for the caller to explain the problem to you. How do you understand this problem? ☆ What measures did you take when you found that the problem was caused by the inefficient service of your company or colleagues? ☆ If you were given an opportunity to change or suggest changing the company's operating practices (about improving customer satisfaction), what suggestions would you make? Customer service knowledge Customer service personnel need to master a wealth of professional knowledge, including the company's products and services, computer software applications, data and information processing, administrative procedures, customer management procedures and other related knowledge, in addition to mastering customer service skills on how to deal with customers. Applicants should know the above knowledge as much as possible before attending the interview. Let's look at an interview question related to customer service knowledge. Q: How much do you know about customer relationship management (CRM)? Answer: Before answering this question, the applicant should first understand the concept of customer relationship management (CRM), and then answer the question with examples according to his own understanding of this concept. The core content of CRM is to constantly improve the business processes related to customer relationship, such as sales, marketing, customer service and support, and improve the automation degree of each link, so as to shorten the sales cycle, reduce sales costs, expand sales, increase income and profits, seize more market share, seek new market opportunities and sales channels, and ultimately fundamentally enhance the core competitiveness of enterprises, so that enterprises can be in an invincible position in the fierce competition, while enterprises can maximize customer satisfaction and loyalty. Reference answer: CRM, that is, customer relationship management, is a company-wide business strategy aimed at reducing costs and improving profitability by consolidating customer satisfaction, loyalty and publicity. It also helps companies manage customer relationships in a more organized way. For example, a company can establish a database about its customers, which describes the relationship in sufficient detail so that the company's managers, salespeople and customer service personnel can directly access information, match customer needs with product plans and supplies, remind customers of service requirements, and understand what other products customers have purchased before, and so on. Other common interview questions related to customer service knowledge are as follows: ☆ Which is more important, a good product or friendly and fast service? ☆ What software applications are you proficient in? ☆ Give an example of how you use data to improve team productivity. Do you have the necessary technical knowledge to transmit information and data?